Getting a Handle on the Back Office Environment

Chris Zaske and Darryl Demos of Verint Systems discuss how the Impact 360 gives insurers better data and control over their back office operations.

Best’s Review: Could you give us a quick overview of what Verint does?

DEMOS: Verint Systems provides analytical software based solutions for work-force enterprise optimization and for security. The security portion of our business provides networked video and audio solutions for things such as detecting potential threats, improving emergency event management and reducing liability in law.

In our Witness Actionable Solutions business we are a separate unit under Verint Systems that was formed as the result of the company’s combination with work-force optimization provider Witness Systems. At Witness Actionable Solutions we help organizations capture and analyze customer and employee interaction to improve sales and customer experience while managing costs.

BR: What do you see ahead for large-scale back office monitoring and where are products like your Impact 360 heading?

DEMOS: Back office operations have always been transaction process and measurement focused, but the challenge has been integrating all the data elements into meaningful metrics that are dynamic and available on a timely basis. Impact 360 is now designed to address these challenges.

If you look back a few years ago to the call center environment there has been a natural evolution from data to information to dynamic performance management. We feel we are on that same exact evolutionary path in the back office.

We are seeing tools like services oriented architecture that help systems communicate with each other; and workflow systems, they’re providing the mechanism to gather all the data necessary. Impact 360 will sit on top of those tools and will continue to evolve to help translate that information into dynamic performance management.

We’re very proud that Witness Actionable Solution is the only company that we know of that has a contact center legacy that is investing heavily and strongly in the areas of expanding work-force management, performance management and quality monitory of the back office operations.

BR: Where does your system fit into insurers’ compliance needs?

ZASKE: We think of compliance in the following three manners: licensing, disclosure and record keeping. License being making sure that agents are licensed appropriately. Disclosure meaning we’re insuring that required disclosures were made and record keeping, tracking that the required documents are prepared completely, correctly and timely. We currently have Impact 360 supporting compliance in call centers. We do lots of recording in call centers for voice and data across the world.

We believe our tool can be utilized in an automated fashion and can even supplement or even replace current manual quality monitoring programs where compliance or quality programs would go through and do a manual check to insure completeness or correctness of various documents that are processed. If you’re doing that in an automated manner you can really enhance the quality output in the back office operations. Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30